Teaching Employees Proper Phone Etiquette

Here are some quick telephone etiquette tips to learn and pass along to your employees.

Do’s

Identify yourself; speak in a clear, friendly tone.

Ask for permission and thank the customer before placing them on hold.

Offer to return a customer’s call if you think they will be on hold too long rather than keep them waiting. Don’t forget to return the call as promised.

Never interrupt the customer while they are talking.

Never engage in an argument with a caller.

If possible, provide a telephone for in-store customers to use for checking part and model numbers with someone at their home or business.

Don’ts

Don’t let the dealership phone ring more than three times.

Don’t receive frequent personal calls at work.

Don’t answer the phone if you are eating or chewing gum.

Don’t call a customer before 8 a.m. or after 9 p.m. unless given permission to do so.

Don’t loudly type or shuffle papers while you’re on the phone unless looking up that customer’s repair or parts order information.

Taking messages

1. Record the time and date of the call. 2. Verify the caller’s name, phone number and best time to call them back. 3. Write a brief description of the reason for the call. 4. Initial messages so any questions can be directed toward the message taker.